The Sr. Cloud Priority Engineer serves as a primary technical expert for the company's cloud products and platform services. In this role, you will be responsible for diagnosing and resolving complex customer incidents, driving crossteam collaboration, and ensuring a seamless support experience for Managed Service Providers (MSPs) and end-clients.
Key Responsibilities
Technical Expertise & Incident Resolution
- Act as the main technical support expert for designated cloud platform products and services.
- Troubleshoot and resolve a wide range of issues across software, integrated applications, networking, storage, virtualization, and hardware environments.
- Perform detailed technical analysis of customer-reported incidents and define clear remediation plans.
- Submit bug reports, propose solutions, and coordinate resolution of complex technical cases with Engineering teams.
- At all times maintain high level (on target or above) of the manager-assigned and corporate KPIs and deliver on the ad-hoc tasks and projects assigned by the manager.
CrossFunctional Collaboration
- Report data center level incidents and major release issues to Technology teams and help drive rapid resolution.
- Work closely with R&D, QA, Data Center Operations (DCO), Product Management, and other departments to escalate and resolve platform issues requiring deeper investigation, as well as report on new feature requests in demand.
Customer Interaction & Relationship Management
- Build and maintain strong, trust-based relationships with MSPs in a fastmoving environment.
- Communicate with MSPs and customers to ensure full understanding, transparency, and satisfaction throughout the advisory or incident resolution process.
- Collaborate with MSPs and customers to conduct testing, apply hotfixes, and validate solutions.
- Maintain deep knowledge of company operations to better support client needs and product usage.
Learning & Knowledge Sharing
- Stay informed of the latest technologies, trends, and advancements in cloud, storage, virtualization, and integrations / business applications.
- Proactively apply new knowledge to improve support quality and platform stability.
- Develop and maintain Knowledge Base articles, best practice guides, troubleshooting workflows, and platform documentation.
- Prepare materials related to installation, upgrades, compatibility, and support processes.
Team Mentorship
- Provide technical guidance and advice to the Support department members as the business requires.
- Review technical findings, analyses, and case approaches to ensure quality.
- Contribute to developing junior staff through mentoring and knowledge sharing.
